Top Contact Center Executive plans and directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Top Contact Center Executive establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Top Contact Center Executive develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Typically requires an advanced degree. Typically reports to top management. The Top Contact Center Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. To be a Top Contact Center Executive typically requires 8+ years of managerial experience. Comprehensive knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Contact Service Center Coordinator
Location: Joe Dodge Lodge at Pinkham Notch Visitor Center
Reports to: Contact Service Center Manager
Hourly rate: $15.00- $17.00
Summary Description:
Founded in 1876, the Appalachian Mountain Club is America's oldest conservation, education, recreation organization. We promote the protection, enjoyment, and understanding of the mountains, forests, waters, and trails of the Appalachian region. We believe these resources have intrinsic worth and provide recreational opportunity, spiritual renewal, and ecological and economic health for the region. Because successful conservation depends on active engagement with the outdoors, we encourage people to experience, learn about, and appreciate the natural world. For a complete description of the AMC and its mission and programs, please visit us at www.outdoors.org.
Duties and Responsibilities:
This is a year-round, non-exempt, hourly position with excellent benefits. Working in the Contact Service Center, based in Joe Dodge Lodge at the Pinkham Notch Visitor Center, the Contact Service Center Coordinator's primary responsibility is to fulfill the needs of AMC’s members, guests, and potential participants of our programs, to provide basic information, and destination details in a courteous and professional manner. This includes all aspects of processing requests and communicating on the phone, on-line, and in-person. We process reservations for AMC huts, lodges, cabins, programs, and the hiker shuttle. Other responsibilities include processing memberships online and over the phone, providing accurate and comprehensive trip and safety advice; performing Joe Dodge Lodge front desk duties; and assuring that our members and guests receive outstanding customer service and exceptional experiences with the AMC.
Qualifications:
This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required by their supervisor.
Compensation and benefits:
To Apply:
Please include a resume and cover letter. No phone calls please.
AMC welcomes all qualified candidates to apply and we invite the full participation of all individuals currently underrepresented in the outdoor community. This includes, but is not limited to, individuals from racially and or ethnically diverse communities, individuals with disabilities, individuals from LGBTQ communities, and individuals who experience intersectionality with one or more of these identities.
Staff will be required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The AMC will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. An accommodation or exemption from the vaccine requirement will be considered if one is available that would not pose a direct threat to others in the workplace and would not create an undue hardship for the organization.
The Appalachian Mountain Club has zero tolerance for child abuse or placing children in danger. The AMC requires all employees who work in a program or facility which serves children, disabled persons, or the elderly to have a criminal background record check performed on their name annually with employment contingent upon satisfactory results.
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